Payments : Koko

Scenario	Payment Method Procedures	Identification of Scenario	Debit Card/Credit Card	Type of SOP	Information

Channel	Koko Live Chat / Email	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	Step 1 - Any local issued Visa/MasterCard Credit or Debit card holder can pay online (excluding AMEX Cards).To make online shopping you need to activate your credit/debit card with your bank.
	Step 2 - Agent need to guide customer below steps:
	a - The agent should confirm by obtaining the customer's NIC number
	b - The Agent needs to check with the customer if their card is activated for online transactions
	c - The Customer needs to have the Koko app installed and registered with their card
	d - The Customer should purchase the item from a Merchant who is registered with Koko
	e - The Customer will receive an instant confirmation SMS and email for the transaction
Important Points	Agent needs to guide the customer, that the customer will be able to easily place Order by using Koko App
	if customer said that he do not have Koko App, then Agent will guide the customer to go on Play Store (for Android) and App Store (for IOS) and download the Koko App
	If a customer asks a CS Agent to place the Order on his/her behalf, then the Agent will politely inform the customer that we are extremely sorry that we are unable to place the Order on your behalf. we have sent you the complete details on your email address
	Agent Need to guide complete steps to the customer
Action On ZOHO Desk	- Login to SQL by clicking on domain account.
	- Search customer account via Email, Contact Number, User Id or Order No (if available).
	Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step.
SOP for Venture	LK
Updated On	7th June 2021
Created By	Raqeeb / Ayush


Scenario	Customer contacts us for information related to Koko Installment	Identification of Scenario	Koko Installment Process	Type of SOP	FCR
Channel	Koko Live Chat / Email	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	Step 1 - If customer contacts Koko and wants to know What is Koko Installment plan, Agent will guide customer about Koko Installment Plan as per below:
	a - Agent needs to inform the Customer that Koko Instalment plan is a service offered by PAY Koko that allows you to purchase items available with registered Merchants with a structured payment plans using the Debit/credit card via the Koko App.
	b - The only available installment option is 60 days where the customer will be able to do the payment within 3 installments over 60 days of period 1st payment at checkout 2nd payment at end of 30 days 3rd payment at end of 60 days
	c - Once the QR code is scanned through the Koko app from the Merchant bill, the installment plan will be activated
Important Points	- Agent need to guide customer that the installment plan is available only on credit / debit cards (except AMEX)
	if customer said that he do not have Koko App, then Agent will guide the customer to go on Play Store (for Android) and App Store (for IOS) and download the Koko App
	Agent Need to guide complete steps to the customer
Action On ZOHO Desk	- Login to SQL by clicking on domain account.
	- Search customer account via Email, Contact Number, User Id or Order No (if available).
	Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step.
SOP for Venture	LK
Last Updated On	7th June 2021
Created By	Raqeeb / Ayush


Scenario	Customer Contact us for Regarding Rescheduling Fee process	Identification of Scenario	Koko Installment rescheduling process	Type of SOP	FCR
Channel	Koko Live Chat / Email	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	If customer contact us and wants to know payment rescheduling process, Agent will explain the customer about Koko Installment Plan as per below:
	a. - Each Customer will be eligible to receive 2 free reschedules per year and each additional reschedule will be charged 500/- LKR which will be paid the time of reschedule
	b. - If the payment of 500/- is unsuccessful the reschedule will not take place and the instalment date will be the same
	c. - Rescheduling of the payment would be applicable on an extension of maximum 2 weeks which can only be done through the app
	d. - A reschedule can be requested before the day of the original installment due date and can not be requested on the due date.
Action On ZOHO Desk	- Login to SQL by clicking on domain account.
	- Search customer account via Email, Contact Number, User Id or Order No (if available).
	Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step.
Created By	Raqeeb / Ayush
SOP for Venture	LK
Last Updated On	7th June 2021


Scenario	Customer Contact us for Regarding late payment Fee process	Identification of Scenario	Koko Installment late payment Process	Type of SOP	FCR
Channel	Koko Live Chat / Email	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	If customer contact us and wants to know late payment fee process, Agent will explain the customer about Koko Installment late payment fee process as per below:
	a - If Koko app is not able to deduct the payment from the Customer's provided default card on the due date, Koko will also be checking on the other cards which are connected to the app within 3 days from the due date for the payment. An email / SMS will be sent to the customer with regards to this
	b - If Koko fails to deduct the payment even within 3 days after the due date, Koko will consider this as a late payment and will be deducting 1500/- LKR as a late payment fee.
	c - The payment which is due plus the late payment fee will be added to the outstanding balance to be paid on the next installment due date
	d - Until the payment due is settled the customer will not be able to make any future purchases where the account will be temporarily suspended until the due is settled
	e - If the payments are not settled within 4 months the customer's account will be permanently disabled
Action On ZOHO Desk	- Login to SQL by clicking on domain account.
	- Search customer account via Email, Contact Number, User Id or Order No (if available).
	Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step.
SOP for Venture	LK
Last Updated On	7th June 2021
Created By	Raqeeb / Ayush


Scenario	Customer wants to know the way to increase the credit limit	Identification of Scenario	Koko Credit Limit	Type of SOP	FCR
Channel	Koko Live Chat / Email	Customer Type	New or Returning
Case Type	General Case
Actions By Agent	Step 1 - If customer contact us and wants to know how to increase the credit limit , the Agent needs to explain the customer as per below:
	a - The monthly income and the purchase history and settlement behaviour with PAYKoko will be the main factors to decide the credit limit.
	b - The below are the details which is required to be eligible to register on Koko and also increase the credit limit Salary Slips, NIC and Utility Bill (Electricity or Water Bill) Always repay on time and make sure you don't miss any payments. Don’t reschedule your payments unless it is necessary.
Action On ZOHO Desk	- Login to SQL by clicking on domain account.
	- Search customer account via Email, Contact Number, User Id or Order No (if available).
	Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - To be activated on non working hours and obtain customer information and create ticket for the following
SOP for Venture	LK
Last Updated On	29th April 2021
Created By	Raqeeb / Naheed

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